An Edinburgh hotel has apologised after a customer left a seething review calling it the 'worst experience'.
The Scotsman Hotel boasts a four-star service in the heart of Edinburgh with guests praising its location, cleanliness, service and value.
While many take to Tripadvisor to rate the 'stunning rooms' and 'amazing service', one recent guest wasn't as impressed after their girlfriend had straighten her hair in the corridor. The Scotsman Hotel rapidly replied and said they were 'terribly sorry'.
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Taking to the review site, the disgruntled guest wrote: "Booked this hotel expecting a great experience, instead we experienced quite the opposite. Our first morning was ruined by the internal bedroom sockets not working, call to reception multiple times but no one sent to fix until I physically went up to the desk to get someone.
"Over two hours since the issue reported, not fixed and no alternative given by the staff of how myself and my girlfriend could get ready. She ended up having to straighten her hair sat outside the room on the corridor to use a plug socket! Totally embarrassing experience for what is supposed to be a four star hotel.
"We missed breakfast because of the delays in the morning but managed to get out and enjoy our day. Once we got back for our second night, we were awoken at 3am by a horrible mechanic noise right next to our room. The noise lasted a good 10 minutes and then while I was reporting it to maintenance in the morning, it happened again!
"I reported this to the manager who offered a 20 per cent refund on our stay, only to never actually give us the refund and now ignore our requests. Worst service I’ve ever experienced."
The manager quickly replied, apologising for the lack of 'solutions'. They wrote: "Thank you for taking the time to write us a review.
"We are terribly sorry to read that your stay did not meet your expectations. I have investigated as to why a solution was not provided the first time you alerted us that you had an issue with the sockets in your bedroom and our reception team of course should have provided a solution right away.
"I am sorry to read that you have not received an agreed refund I will personally look into this matter and get this resolved for you, may I request that you reach out to us directly so that I may locate your reservation in our system?"
But as 1,984 people rate it as 'excellent' on the review site with one adding: "The Scotsman is a beautiful hotel in a great central location. The staff were really friendly, kind really happy to look after you. We had an amazing stay and wish we had booked longer. Very highly recommended."
Another said: "Everything about our stay here at The Scotsman was amazing! The room was stunning, the location was perfect, and the staff was incredibly helpful and kind throughout our entire stay. We had a magical time during our visit to Edinburgh, and a big part of it was being able to return to this beautiful hotel at the end of every day.
"We got a free complimentary room upgrade when we arrived and couldn't believe how beautiful the room was. We'll definitely be returning to this lovely hotel for many years to come. Thank you for making our stay in Edinburgh so special!"
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